Customer Relationship Supervisor - Atlanta, GA
NCR Corporation (NYSE: NCR) is a leader in transforming, connecting and running technology platforms for self-directed banking, stores and restaurants. NCR is headquartered in Atlanta, Ga., with 38,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries.
Title: Customer Relationship Supervisor
Location: Atlanta, GA
The Customer Relationship Supervisor is a client facing role who partners with the sales team. We work with various internal teams who own the delivery of services to drive a positive customer experience.
This role requires skills in leadership, relationship management, analysis, and providing general ownership in a customer facing role. The CSM team lead is focused on building long-term partnerships with both internal and external clients. This position is responsible for assisting with leading a team of CSMs who are responsible the operational health of the customer and delivery excellence across NCR. We support the ‘One NCR’ approach by giving customers a single NCR point of contact managing all aspects of the NCR operational, execution, and delivery experience across all functions of NCR.
Positions Summary & Key Areas of Responsibilities
The role requires handling of a dedicated Team aligned to specific customers within the Restaurant industry
Service Delivery responsibilities for selected accounts.
Transfer industry, technical, and product knowledge to customers and partners
Provide high-level and detailed solutions/technology/product consulting, technical and sales support within customer portfolio
Perform in-depth and high-level technical presentations for customers, partners, and prospects.
Provide consultative support in other areas of the business
Proactively plan to prevent post sales issues that shorten time to revenue and affect future opportunities through the account teams and appropriate organizations.
Work closely with the AE and CSE to ensure overall customer strategy is maintained.
Escalation Point on Operational aspects for the Customer
Research and analyze operational effectiveness of assigned team(s) through interviews and metrics and provide input to management team
Responsible for new hire set-up and training, providing direction and support to the management team
Suggest ways and means to motivate / improve assigned team's performance
Participate in objective setting, performance management, reward and recognition programs
Participate in special projects to continuously improve processes, tools, systems and organization
Works constructively and collaboratively with others and across organizations to accomplish organizational goals and objectives.
Leverages experiences and acquires and shares new skills and knowledge to enhance organizational capability and individual competence.
Fosters teamwork by identifying and removing obstacles to ensure organization results are achieved.
Provides feedback to associates through verbal and/or written mediums.
Work effectively with all internal NCR Voyix departments, teams, and personnel to negotiate, influence and drive customer improvements working together to achieve overall NCR Voyix strategic goals and contractual customer delivery requirements
A dynamic individual who sets a high bar and inspires others to reach it.
3+ years of experience in effective leadership, operations management, and customer experience
A strong leader with impeccable organizational, strategic, analytical, and project management skills.
A solid communicator with exceptional interpersonal skills and a proven ability to motivate, mentor, and influence others.
Creativity. Ability to think around problems and come up with creative solutions.
Positive, friendly, and helpful attitude; good interpersonal skills and ability to work well with others.
Ability to work with or without direct supervision, take initiative and assist team members
Sense for urgency
BS/BA (EE/CS) degree or equivalent work experience (3+ years)
Knowledge of Restaurant industry
Knowledge of technologies used in the Restaurant industry, including solution, technology, and product offerings.
Skilled in MS Office (Word, Excel, PowerPoint, Outlook) and general knowledge of Salesforce or similar CRM platform
Experience with billing an asset management
Strong knowledge in problem reporting and metrics/KPIs.
Experience in customer service and problem resolution techniques
Experience with project management and resource tracking techniques an asset
Industry hardware and software experience an asset
Understanding and conversant about company, competitors, technologies, solutions, product strengths, weaknesses, opportunities, and threats.
Excellent written and verbal communication, listening, negotiation and presentation skills.
Ability to understand complex technical issues and the ability to solve problems or solicit the required resources.
Managing escalations from customers and internal stakeholders and providing appropriate and effective resolution to their queries/complaints.
Engage with various teams proactively to deliver consistent performance and further SLA delivery improvement. Escalate customer problems both internally and externally, when required, according to defined escalation paths.
May be required to travel on occasion including possible international travel
Offers of employment are conditional upon passage of screening criteria applicable to the job.
Full time employee benefits include:
- Medical Insurance
- Dental Insurance
- Life Insurance
- Vision Insurance
- Short/Long Term Disability
- Paid Vacation
Integrated into our shared values is NCR's commitment to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. NCR is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at NCR has an ongoing responsibility to respect and support a globally diverse environment.
Statement to Third Party Agencies
To ALL recruitment agencies: NCR only accepts resumes from agencies on the NCR preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR employees, or any NCR facility. NCR is not responsible for any fees or charges associated with unsolicited resumes.